Providing personalized and anticipatory service to guests is the core of this Concierge role, catering to their individual needs and preferences. This position is responsible for creating unforgettable experiences by offering expert recommendations, arranging reservations, coordinating transportation, and providing local insights to enhance guests' stay.
Responsibilities
Deliver exceptional guest service, warmly welcoming guests, and attend to their needs throughout their stay
Act as the main point of contact for guests, providing personalized assistance and addressing inquiries and requests promptly
Proactively ask questions to identify guests’ needs and make recommendations for additional services and amenities to both maximize revenue and enhance the guest experience
Be well versed in the resort, hotel features and services including all outlets, hours of operation, always promoting on property activities and events available to guests
Offer informed recommendations for local attractions, dining, entertainment, cultural events, and exclusive experiences
Coordinate restaurant reservations, spa appointments, tours, and other guest requests, ensuring preferred times and seamless arrangements
Arrange transportation services, including airport transfers, private chauffeurs, and car rentals, to meet guests' travel needs
Secure tickets for special events, concerts, shows, and cultural performances based on guest preferences
Maintain an organized and aesthetically pleasing concierge desk, ensuring it is well-stocked with informational materials and local guides
Assist with planning and organizing special occasions, celebrations, and surprises for guests
Maintain vigilance and awareness of guest safety and security, reporting any suspicious activities or incidents
Handle guest concerns or issues with empathy and efficiency, finding timely resolutions or escalating matters to the relevant management
Establish and maintain positive relationships with external partners, such as tour operators, restaurants, and entertainment venues
Assist with administrative duties, such as preparing reports, maintaining records, and managing concierge requests
Requirements
At least 21 years of age
Bachelor's degree in hospitality management, tourism, or a related field and/or equivalent combination of education and experience
Minimum of six (6) months of experience in Concierge, Front Desk, or Guest Services for a large-scale, luxury resort preferred
Highly motivated and energetic personality with a strong commitment to excellence in hospitality
Ability to maintain composure when working in busy and stressful situations
Ability to manage, prioritize, and delegate multiple projects simultaneously in a fast-paced environment
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Tailored applications submitted
Ability to maintain the confidentiality of sensitive guest and company information
Basic technical literacy, with a strong understanding of hospitality management programs and other hotel technology innovations (automation, smart rooms, etc.)
Ability to actively influence and drive collaboration with individuals or groups at various levels within and outside of the organization
Demonstrated ability in maintaining consistent, high-quality service levels
Excellent communication and interpersonal skills, with a polished and professional demeanor
Strong customer service orientation with a passion for creating memorable guest experiences
Proficiency in using concierge and reservation systems, as well as Microsoft Office Suite (Word, Excel, Outlook)
In-depth knowledge of local attractions, restaurants, events, and cultural offerings
Willing and able to work a flexible schedule to include nights, holidays, and weekends
Ability to work in a fast-paced, busy, and somewhat stressful environment
Nice to have:
Les Clefs d’Or membership
Important Details
Supervisory responsibilities: None
About the Company
Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for its members.
Fontainebleau Las Vegas is a 67-story, vertically integrated luxury resort.
